Raise your enquiry

To raise a complaint you can email our complaints team directly or if you would prefer you can write to us at this address; Customer Relations, 304 Bridgewater Place, Birchwood Park, Warrington, WA3 6XG.

You can also raise your complaint using any of the methods on our contact us page.

You will be allocated a case owner who will look after your complaint. They will personally complete a full investigation and where possible resolve the complaint within 24 hours.

If you do not feel that your complaint was resolved then you can request this to be reviewed by a case supervisor, once reviewed we will provide you with a response within 10 working days.

If we cannot agree a final outcome with you after 8 weeks or we have not been able to fully resolve your complaint then we have then reached 'deadlock'. At this stage you can take your complaint to the energy ombudsman.